First of all, I would like to point out that Christopher asked me for a "refund" before they wrote a review, to which I feel like it is an exploitation of the system so I declined. They then again asked for a refund to which both a case manager and I declined after I submitted the evidence from my end.
The food that they mentioned is actually a brand new goat cheese I left for both Chris and Sabine told me that they expected something special for Sabine's birthday. I also paid cleaners extra to clean the apartment since they requested an early check in last minute, the cleaners also submitted me photos of the apartment when they finished cleaning and it looked totally perfect.
The cleaning complaints from Chris and Sabine came after I went to check the room after they checked out and found out that it was left in an absolutely mess (one broken wine glass and one broken pan) .
To be able to make a bed, the bed needed to be moved completely and there was no way that there would be anything under the bed unless it was deep in the middle of the bed. Though, it could be that the cleaners missed it completely.
I did mentioned in the listing that thermostat is not adjustable though there are one big heater in the living room, and one small in the bedroom, as well as electric blanket and two blankets.
The WiFi did not work and I have offered Chris and Sabine a refund if they purchased the WiFi from a hotel, but they refused. I do apologize that the WiFi did not work but I could not prevent that from happening because the issue was from the operator though it was fixed after that. The TV did work just fine and all It needed was a turn off and on again and I also offered to go there and check as soon as I was aware of the issues, but they refused, and I found out after that that it was because they might have been having a small party which is a no no and I mentioned that in the house rules.
I did not advertise breakfast in my listing, thus I did not provide milk in the fridge. Though, I did try to accommodate their requests for special treatment by buying them a cheese and early check in. However, they both expected a bottle of wine to which I could not accommodate since I already spent a lot of money to pay for extra cleaners. This is an entire apartment and I also provide cleaning products in the apartment, I provide one vacuum cleaner and one steam mopped. Unfortunately I could not store them somewhere else but I did not expect that it would be a big deal. I would like to still leave those two in the apartment though they are in an end corner and they are in the way of anything in the apartment at all. This is a private apartment, not a hotel thus I can not store them in a special storage.
I would like to point out that all of the issues above were not mentioned to me at all until I messaged them about the messy apartment that they left. If I was aware about it when they checked in, I would definitely do something about it because those issues do not sound pleasant at all. But unfortunately for this case, the issues magically happened after I refused to give them a "refund" before they write a review.
I value feedback from guests highly, but unfortunately Chris and Sabine do have high expectation for the price they paid (NZD149/night while the same type of room at the hotel costs NZD 290/night).
They have requested a special birthday treatment, a last minute early check in, 2 sets of pool towels (I provided 4 sets of towels to them for a one night stay, but they wanted more), a free breakfast and other things that I do not provide. I would definitely do my best to accommodate my guests requests if I could, but it has to be in a reasonable demand.
Unfortunately I personally feel like this review was left because I could not offer them a special treatment. A refund is not a big deal to me if the issues were true, but unfortunately for this case it is not.